Support zip "File not found"

[Steven Spyrka]

Jira v7.7.1 for Windows x64

I can't download a created support zip file since v7.7.1

Jira administration > system > troubleshooting and support tools > create support zip > all checkboxes set > create zip > takes a while > Support ZIP has been created > Download zip

URL from address bar: https://jira.mcon-mannheim.de/plugins/servlet/troubleshooting/support-zip/download?file=C:\Program
File not found
The requested file cannot be found on the server

[Justin Alex Paramanandan · Accepted solution]

Timothy is right. The whitespace in "Program Files" (as well as "Application Data") would break the URL that is provided by the Support Tools plugin.

There is a way to get the file though. Based on the link you've provided, remove the path to your file and replace it with the filename.

For example, assuming your original link is:

https://jira.mcon-mannheim.de/plugins/servlet/troubleshooting/support-zip/download?file=C:\Program Files\Atlassian\Application Data\JIRA\export\JIRA_support_2018-02-28-11-31-01.zip

Replace it with:

https://jira.mcon-mannheim.de/plugins/servlet/troubleshooting/support-zip/download?file=JIRA_support_2018-02-28-11-31-01.zip

A window will pop up, requesting a location to save your file.

Give it a shot, and see how it goes for you. :)

[Steven Spyrka]

Thanks for your answer, it works. But Atlassian has also sent an update to fix that problem.

[Justin Alex Paramanandan]

Ah, you're right @Steven Spyrka. I found this bug report which is currently tracking this: [ATST-809] Atlassian Troubleshooting and Support Tools plugin generates a File Not Found error in Windows Environments

[Timothy]

This can probably be reported as a bug due to the fact that the whitespace is the link to download the file is causing an error.

[Timothy]

Or the better answer is don't install things into paths with whitespaces. Even if it is the default provided by the installer.

[Steven Spyrka]

Thanks, but I am not able to report a bug due to policy changes of Atlassian. I just have a starter license and paying people with a starter license are no real customers anymore.